Peg A. Graham
Inside Sales and Customer Service professional with expertise in sales, inside sales, account management, and customer support.
Recognized for articulate communication skills, account retention and issues resolution.
Strong organizational skills and multitasking
Experience with billing and receiving
Proven effective in new Service Representative training
Inside Sales/Customer Service Lead
Two Jinn Inc., Carlsbad, CA July 2008- August 2016
Qualified inbound inquiries via phone or email, outlined process and next steps, documented required information critical to the close then passed off qualified clients to the geographic rep to close the transaction
Provide issues resolutions in a professional manner with prospective and repeat clients
Maintained exceptional customer relations
High call volume and emails were handled in a timely manner
Extensive use of Word, Excel, Outlook, ADP and corporate CRM programs
Strove for 100% lead handoff to closers
Received 100/150 incoming calls a day
Customer Service/Sales Manager
Nortek / Linear LLC, Carlsbad, CA July 2001 to January 2008
Maintained an active desk and supervised a team receiving inbound calls and inquiries from three e-commerce websites.
Responsible for answering questions, closing orders and upsell or cross sell.
Responsible for account management, customer relations and problem resolution.
Managed the Central Station for home and small business alarm dispatching.
Responsible for billing and collections for both direct and e-commerce sales, hiring new staff hiring, training and staff reviews.
Bachelor of Arts in Education, Psychology
Arizona State University Tempe, AZ
Excel (5 years), Microsoft Office/works (5 years), Outlook (8 years), Billing/Receiving (4 years), CRM tools (10+ years), Customer Relations (10+ years),Customer Service (10+ years), Inbound Sales (10+ years)
Certifications/Licenses: CA Bail Agent License, March 2018
Excel (5 years), Microsoft Office/works (5 years), Outlook (8 years), Billing/Receiving (4 years), C